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Service Desk V2 Staff Guide

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Introduction To Service Desk V2 Module
  • Introduction To Service Desk V2 Module
    • Login To The Service Desk V2 Module
  • Service Desk Staff Panel
    • Staff Panel Dashboard
      • View Dashboard Reports
      • View And Manage Reports
      • View Statistics
    • Manage Users And Organizations
      • Manage Users
      • Manage Organizations
    • Manage Tickets
    • Manage Tools
      • Canned Response
      • Create And Manage Knowledge Base
    • View Report

Introduction to Service Desk V2 Module


Service Desk V2 handles all IT service management related tasks. It serves as a single point of contact between users and IT service management. IT service desks are supposed to handle all IT service management-related issues within a network in a systematic manner and hassle-free manner.

 

This gives an overview of the current status indicates the performance of an agent.  This will help the agents of specific department/department managers to monitor their individual or the department staff’s performances. It is consolidated and arranged on a single screen so the information can be monitored at a glance.

Key Features:

Dashboard – The dashboard provides you the snapshot overview of dashboard reports, reports and statistics. The charts and tables on the dashboard allow you to quickly view the overall status of your operation

Users - This gives us a list of users and organizations using the helpdesk. In here you can see the List of organizations your users belong to.

Tickets - This tab allows staff to create and respond to tickets created by users. Ticket can create through any of channels/sources that supported by service desk

Tools – You can create predefined templates and articles in tools bar. Canned response used to quickly insert pre-formatted reply templates into your messages while knowledge base promotes self-help in your support portal by posting an article to the end-users.

Reports – This tab gives you an overall summary of the tickets in the agent panel which are received, resolved, unresolved, reopened, etc. You can sort the report based on various metrics applied in the report page.

Guide Structure

  • Service Desk Staff Panel

    • Staff Panel Dashboard

      • View Dashboard Reports

      • View And Manage Reports

      • View Statistics

    • Manage Users And Organizations

      • Manage Users

      • Manage Organizations

    • Manage Tickets

    • Manage Tools

      • Canned Response

      • Create And Manage Knowledge Base

    • View Report

 

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  • Service Desk
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  • Managed Detection and Response
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